病患不文明行為對情緒調節的影響：壓力心態與顧客導向的調節式中介模式

The Influence of Patient Incivility Behavior on Emotional Regulation: A Moderated Mediation of Stress Mindset and Customer Orientation

本研究依據壓力交易理論，提出壓力心態的中介機制理論模型，嘗試透過整合性的架構，以顧客導向說明壓力心態在病患不文明行為與情緒調節間之中介關係的調節效果。本研究以問卷調查方式進行，於不同時間點進行三階段的資料蒐集，以護理人員為主要研究對象，回收有效問卷共1,150份。研究結果發現：一、負面／正面壓力心態在病患不文明行為與表層／深層演出之間具有中介角色；二、顧客導向對於病患不文明行為與負面壓力心態之間的關係具有調節作用；三、顧客導向對於病患不文明行為與負面壓力心態和表層演出之間的關係具有調節式中介作用，但對於病患不文明行為與正面壓力心態和深層演出之間的關係則無調節式中介作用。本研究依據結果提出相關之理論與實務意涵，並討論研究限制及未來研究方向。

This study proposes a theoretical model of stress mindset based on the transactional model of stress, and aims to investigate a moderated mediation research framework that customer orientation moderated the mediation relationship between patient incivility behavior and emotional regulation through the mediator of stress mindset. This study was conducted in the form of questionnaire survey and collected data in three stages at different time points. Nurses were the main research objects, and a total of 1,150 valid questionnaires were collected. Results shows that: (1) negative/ positive stress mindset mediates the relationship between patient incivility behavior and surface acting/ deep acting; (2) customer orientation moderates the relationship between patient incivility behavior and negative stress mindset; (3) customer orientation has a moderating effect on the indirect effect of patient incivility behavior, negative stress mindset and surface acting, but it does not have a moderating effect on the indirect effect of patient incivility behavior, positive stress mindset and deep acting. Based on the results, theoretical and practical implications were provided, research limitations and future research directions were discussed.